Service Desk Technician – Onsite Support in Calgary

About the role

ARC Business Solutions Inc. is looking for a Service Desk Technician to join its Calgary team. You will provide on‑site and remote technical support to a dedicated client, ensuring smooth operation of workstations, servers and Microsoft 365 services.

Key responsibilities

• Respond to client support requests via phone, email, ticketing system and in‑person.
• Provide remote and on‑site troubleshooting for Windows and macOS workstations, peripheral devices and basic server infrastructure.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive) and manage user onboarding/off‑boarding, MFA setup and password/access issues.
• Diagnose and resolve Wi‑Fi, VPN, remote‑access and network connectivity problems.
• Document solutions, ticket updates and time entries accurately for billing and operational tracking.
• Maintain and improve knowledge‑base articles and standard operating procedures.
• Collaborate with internal technical teams to solve complex issues and support small technical projects.

Required profile

• 3+ years of experience in IT support, help‑desk or managed‑services environments.
• Strong customer‑service orientation with the ability to support executive and high‑profile users.
• Excellent communication, problem‑solving and documentation skills.
• Ability to work independently, prioritize tasks and remain professional under pressure.

Required skills

• Windows desktop and macOS operating systems.
• Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive).
• Active Directory / Entra ID.
• Windows Server basics.
• Wi‑Fi, VPN and remote‑access troubleshooting.
• Network connectivity troubleshooting.
• Endpoint device support and remote support tools.